Investigating Customer-Oriented Deviance (COD) from a frontline employee's perspective

Journal of Marketing Management

Volumn 28, Issue 7-8, 2012, Pages 865-886

  Leo, Cheryl ^a   Russell Bennett, Rebekah ^b  

^a GRIFFITH UNIVERSITY   (Australia)

^b QUEENSLAND UNIVERSITY OF TECHNOLOGY   (Australia)

Author keywords

frontline employees; interviews; positive deviance; pro customer

Indexed keywords

EID: 84864024331     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1080/0267257X.2012.698636     Document Type: Article

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